Onsite Customer Service Lead: Coaching & Escalations

NetVendor; Tualatin (OR); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA/FSA

Disability insurance

Life insurance

Paid time off

Paid holidays

Maternity leave

401(k) with company match

Employee Assistance Program

Job summary

NetVendor is seeking a Customer Service Lead to direct the daily work of the Customer Service Representatives in our Tualatin office. You will guide calls, mentor staff, and balance workloads to maintain high service levels.

The ideal candidate has at least one year of customer service experience at NetVendor, strong communication, and a proactive, metric-driven mindset to improve SLA performance and customer satisfaction. This role is on-site in Oregon.

Qualifications

• Minimum 1 year of customer service experience at NetVendor.
• Strong communication and leadership presence with discretion.
• Proactive, solution-driven mindset with attention to metrics.

Responsibilities

• Provide real-time guidance to Customer Service Representatives during calls.
• Handle escalations at supervisor level with prompt resolutions.
• Manage admin tasks like subscriptions, risk categories, refunds, and background checks.
• Monitor call volume, service levels and KPIs to meet SLAs.
• Help develop and implement customer service policies and procedures.
• Identify process improvements to boost productivity and satisfaction.
• Collaborate with Processing and Product teams to resolve issues.
• Serve as a point of contact for internal escalations.
• Take on additional projects as assigned by leadership.

Skills

Team leadership

Customer service excellence

Communication skills

Problem solving

Analytical thinking

Multitasking

Tools

Microsoft Word

Excel

Outlook

Chat platforms

Customer service software

Job description

NetVendor is seeking a Customer Service Lead to direct the daily work of the Customer Service Representatives in our Tualatin office. You will guide calls, mentor staff, and balance workloads to maintain high service levels.

The ideal candidate has at least one year of customer service experience at NetVendor, strong communication, and a proactive, metric-driven mindset to improve SLA performance and customer satisfaction. This role is on-site in Oregon.